Technical Support Manager (FinOps)

TL;DR

Technical Support Manager (FinOps): Leading and developing a team of technical support engineers to provide exceptional support for B2B customers in cloud infrastructure and FinOps. Focus on overseeing complex technical issues, analyzing support metrics, and driving continuous improvement in service delivery.

Location: Remote within Canada

Company

hirify.global is a pioneer in Hybrid ITAM and FinOps, providing award-winning SaaS solutions for technology value optimization to over 50,000 customers worldwide.

What you will do

• Lead, mentor, and develop a team of 4-10 technical support engineers, fostering a collaborative environment.
• Oversee the resolution of complex technical issues for B2B customers in cloud infrastructure and FinOps.
• Track and analyze support metrics to evaluate team performance and drive continuous improvement.
• Collaborate closely with product management and engineering to integrate customer feedback.
• Handle escalated customer issues with professionalism and urgency.
• Contribute to the strategic direction of the overall support team.

Requirements

• At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS.
• 2-5 years' experience as a Team Leader, managing people and operations.
• Solid written, verbal, interpersonal communication, and customer service skills.
• Experience with at least one Cloud provider (AWS, GCP, Azure).
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

Nice to have

• AWS Cloud Practitioner or Azure Fundamentals certifications.
• Familiarity with Container technologies (Kubernetes).
• Bachelor’s degree in a technical area (Engineering, Computer Science, IT).

Culture & Benefits

• Join a dynamic team at the forefront of FinOps & Cloud technology.
• Be part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.
• hirify.global is an equal opportunity employer committed to diversity, equity, and inclusion.
• Support for candidates requiring accommodations is available.